Request Tracker (RT) is an enterprise-grade ticketing system. It’s designed to help your organization track what needs to get done and what still needs doing. From basic customer service to advanced back-office workflows, RT is flexible enough to keep your processes smooth and effective.

This tutorial, geared for systems administrators, will help you evaluate your issue tracking and workflow needs and show you how to deploy a new RT instance or better utilize your existing instance to help your organization get more done with little customization or retraining.

This tutorial will cover:

Evaluating RT and new RT 4 features

Installing RT

Upgrading to RT 4

RT Configuration

Email Configuration

User Authentication

Backups and Tuning

Lifecycles

Plugins

Notifications and Workflows including Approvals

Kevin Falcone

Best Practical Solutions

Kevin Falcone is an architect and developer at Best Practical Solutions, LLC, producer of open source tools including RT: Request Tracker. At Best Practical,
Kevin works on a number of projects including RT, Hiveminder, and the
Jifty framework.

Alex Vandiver

Best Practical Solutions

Alex Vandiver is an architect and developer at Best Practical Solutions, LLC, producer of open source tools including RT: Request Tracker.